[rt-users] Whats the best way to involve external personswithout loosing control over the ticket

[Wolfgang.Fuertbauer at ebewe.com]

Steve,

i agree; it is a good answer
but all correspondence from the "external" gets "unfiltered" to the 
client; 
And that is what I don't want

Any further suggestions ?
Wolfgang


"Stephen Turner" <sturner at MIT.EDU> schrieb am 13.10.2006 16:34:56:

> 
> > -----Original Message-----
> > Taan, 
> > 
> > I'm looking for a way not to change the ticket owner; in case 
> > of external support, 
> > I don't want to change the ticket owner to the external 
> > person; that's what I mean with 
> > "not loosing control". 
> > 
> > * Shall we open a new ticket, make the external person the 
> > ticket owner an link this new ticket as child to the original 
> > * somewhere on the wiki there was a patch "split ticket" 
> > (before the wiki got spammed again); any experience ? 
> > * any other thought's 
> > 
> > Thanks 
> > Wolfgang 
> > 
> > >For product support we set the ticket owner as the person 
> > who actually 
> > >responds to the request (ie communicates with the customer), 
> > and include 
> > >people who are required to add information to a ticket in order to 
> > >resolve it as AdminCCs.
> > >
> > >Taan
> 
> Hello Wolfgang,
> 
> I think what Taan suggested is actually a good answer - add the 
"external"
> person to the ticket as an AdminCc. You'll need to make sure that the
> AdminCc role has update rights to tickets through the queue's Group 
Rights
> screen (or if it's right for you, through Global Group Rights).
> 
> Steve
> 
> ----------------------------------------
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
> 
> 



----------------------------------------------------------------------
Wolfgang Fuertbauer (e-Mail: Wolfgang.Fuertbauer at ebewe.com)
EBEWE Pharma                          
Mondseestrasse 11                     
4866  Unterach, Austria
Tel +43 7665 8123 315    Mobile: +43 664 8397987
Fax +43 7665 8123 1487
http://www.ebewe.com
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